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Many companies understand that call center’s primary goal is to maintain customers so that they do not leave for the competition, provide service to them and resolving their problems. Even the biggest companies sometimes find it difficult to effectively generate sales from their call centers. MORE

Today’s marketplace doesn’t tolerate poor customersupport. Bad news travels fast in the digital age, and your customers likely have more alternatives and fewer switching costs to consider than ever before. For this reason, strong customersupport has emerged as a greater differentiator than price for businesses looking to stand out in the eyes of prospects. Marketing, Sales, & Customer Success. the customer should have a voice. MORE

Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Live chat work as an excellent customersupport channel simply because. blog customersupport live chat social media MORE

Customer satisfaction and loyalty are two key factors you should look for while pursuing organisational success and long-term growth for your company. There are a number of ways customersupport outsourcing can enable profitability for your business. MORE

Meet Mor and Yoni, two of the Lightricks support team all-stars. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. MORE

? Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. MORE

An unsatisfied customer can quickly become problematic. In business is also a truth, and the name used to define people who are not satisfied with your business is a dissatisfied customer. An angry user can turn into your best ambassador with a good customer relationship. MORE

The way that companies handle customer service has changed dramatically in recent years. Whether chatting, SMS or social networks… nowadays the channels available for customer service are increasing. And this is why more companies are investing in omni-channel customer service! MORE

Gone are the days when the consumers expect support after they had purchased the product. Today, in the age of social networking, customers expect companies to offer their support long before they have made their mind to purchase and way after they have made that purchase. MORE

Sometimes considered a source of problems to be swept under the carpet, customer service should be a central element of your strategy: it is the showcase of your business. Because good customer service is a source of purchase, referral, differentiation, and continuous improvement. MORE

Founded in 2012, Mention rapidly acquired over 650,000 customers. Mention’s phone operations are split into three functions: An outbound sales team t o discover new leads and set up product demos. Aircall’s phone system optimizes both efficiency and customer experience. MORE

While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little. According to studies, 70% of customers consider this item to be the most important factor when interacting with a business. MORE

It was the best of times, it was the worst of times, and it was 2:24 PM when the two customersupport calls were placed. The second the customer draws breath, Charles asks them for their full name and searches for their file. While he browses, the customer, Ernest Defarge, goes over his predicament a second time; Charles learns that Defarge’s latest order was never delivered. Charles jots down Defarge’s number, he’ll manually add it to the customer file later. MORE

This year, we’ve seen the customersupport community continue to grow, with small tribes setting up all over the internet and producing great support content. Going into support is now considered a valid career choice. The best of customer experience. MORE

Particularly for humble customersupport teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the CustomerSupport State of Profession, one of the biggest surprises we found was the disparity in salaries. MORE

The success of any business depends on its capacity to understand the desires and necessities of its customers. Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. Directly solicit feedback from customers. MORE

How important is good customersupport for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. And falling sales numbers are there to show for it. MORE

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customersupport teams it may be new terminology. With more companies realizing that customersupport is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. Let’s refresh the customersupport KPI concept and look at what indicators are emerging in the industry…. MORE

Perhaps you entered a career in customer service for the wrong reasons? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customersupport has been sinking. Customersupport professionals are 6.8% MORE

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customersupport. Many people can’t distinguish between terms ‘customersupport’ and ‘customer service’. MORE

A lot has been written about the sales journey and the role a good support team has in keeping customers happy. But there’s one part we don’t hear as much about, and that’s the vital role played by a customer success manager. What is a customer success manager? MORE

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customersupport, your business will have a hard time holding on to customers. MORE

We looked back with our best posts from the customersupport community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customersupport will be in the next 12 months. MORE

Leonardo DiCaprio’s demand at the end of Wolf of Wall Street illustrates a truth about sales. Why Sales is Hard for Sales Professionals. To lead this critical charge, we send in the cavalry — we employ a sales team. Sales has to build relationships from scratch. MORE

To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. These are the facts that led brands to become more conscious about their customersupport practices. MORE

This week we feature an article by Pascal van Opzeeland who writes about the quality of customersupport and what it takes to provide great customersupport. – Shep Hyken. What makes a customersupport interaction good or bad? MORE

Particularly for humble customersupport teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the CustomerSupport State of Profession, one of the biggest surprises we found was the disparity in salaries. MORE

Our 2018 customersupport strategy survey was sent to 475 industry leaders. How large is your customersupport team? Participants were asked to name the one change that would have the largest positive impact on their customersupport strategy in 2018… Survey Responses Reveal Trends to Improve CustomerSupport. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018. News SupportMORE

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the CustomerSupport Program of companies providing online and mobile customersupport. MORE

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customersupport teams it may be new terminology. With more companies realizing that customersupport is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. Let’s refresh the customersupport KPI concept and look at what indicators are emerging in the industry…. MORE

However, even if you are successful in growing your business and its revenues, there is also another area in which you must also ensure growth – customersupport. You would think that as businesses and companies grow, customersupport divisions or departments grow proportionately. MORE

Historically, CustomerSupport has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customersupport has been, in a way, neglected. Customer Experience Contact Center MORE

Do you have a plan for after-sales service? In many companies after sales and onboarding are set, users fall to customersupport. If they have questions or are lost, they ask support. How can you benefit from an after-sales service community? MORE

In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. Forget a 50-person department dedicated to customersupport – you don’t even have fifty employees, period. Focus on the customer experience. MORE

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customersupport is a big difference-maker for businesses large and small. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. MORE

Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customersupport person was reading answers off a page and wouldn’t let you get a word in edgewise? Call Center Customer Service MORE

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customersupport and the impact it can have on your business. How exactly can good customer service improve your business? Improved Customer Experience. MORE

This week we feature an article by Pascal van Opzeeland who writes about the quality of customersupport and what it takes to provide great customersupport. – Shep Hyken. What makes a customersupport interaction good or bad? MORE

At Kayako, we want to help you create effortless customersupport experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customersupport. Effortlessly pull in customer data. MORE

Though farming out your customer service will definitely help cut overheads, you have to understand here that it’s not a one-for-all solution to your problems or in simple words, there is no such thing as magic outsourcing beans (in case, you are thinking otherwise). What is CustomerSupport? MORE

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customersupport at scale needs to be a priority. There’s so much new technology available, especially in the world of customersupport. MORE

This site uses cookies to improve your experience. By viewing our content, you are accepting the use of cookies. To help us insure we adhere to various privacy regulations, please select your country of residence. If you do not select a country we will assume you are from the United States. View our privacy policy and terms of use.

Though farming out your customer service will definitely help cut overheads, you have to understand here that it’s not a one-for-all solution to your problems or in simple words, there is no such thing as magic outsourcing beans (in case, you are thinking otherwise). What is CustomerSupport?

Leonardo DiCaprio’s demand at the end of Wolf of Wall Street illustrates a truth about sales. Why Sales is Hard for Sales Professionals. To lead this critical charge, we send in the cavalry — we employ a sales team. Sales has to build relationships from scratch.

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customersupport at scale needs to be a priority. There’s so much new technology available, especially in the world of customersupport.

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This week we feature an article by Pascal van Opzeeland who writes about the quality of customersupport and what it takes to provide great customersupport. – Shep Hyken. What makes a customersupport interaction good or bad?

This week we feature an article by Pascal van Opzeeland who writes about the quality of customersupport and what it takes to provide great customersupport. – Shep Hyken. What makes a customersupport interaction good or bad?

Ever since the customers can reach the company via phone, there has been a tremendous decrease in the amount of letters sent to these companies. Live chat work as an excellent customersupport channel simply because. blog customersupport live chat social media

Customer satisfaction and loyalty are two key factors you should look for while pursuing organisational success and long-term growth for your company. There are a number of ways customersupport outsourcing can enable profitability for your business.

Meet Mor and Yoni, two of the Lightricks support team all-stars. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too.

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customersupport. Many people can’t distinguish between terms ‘customersupport’ and ‘customer service’.

Gone are the days when the consumers expect support after they had purchased the product. Today, in the age of social networking, customers expect companies to offer their support long before they have made their mind to purchase and way after they have made that purchase.

Historically, CustomerSupport has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customersupport has been, in a way, neglected. Customer Experience Contact Center

Many companies understand that call center’s primary goal is to maintain customers so that they do not leave for the competition, provide service to them and resolving their problems. Even the biggest companies sometimes find it difficult to effectively generate sales from their call centers.

Customer satisfaction and loyalty are two key factors you should look for while pursuing organisational success and long-term growth for your company. There are a number of ways customersupport outsourcing can enable profitability for your business.

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customersupport teams it may be new terminology. With more companies realizing that customersupport is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. Let’s refresh the customersupport KPI concept and look at what indicators are emerging in the industry….

How important is good customersupport for your business? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. And falling sales numbers are there to show for it.

We looked back with our best posts from the customersupport community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customersupport will be in the next 12 months.

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customersupport teams it may be new terminology. With more companies realizing that customersupport is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic. Let’s refresh the customersupport KPI concept and look at what indicators are emerging in the industry….

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customersupport and the impact it can have on your business. How exactly can good customer service improve your business? Improved Customer Experience.

In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. Forget a 50-person department dedicated to customersupport – you don’t even have fifty employees, period. Focus on the customer experience.

Perhaps you entered a career in customer service for the wrong reasons? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customersupport has been sinking. Customersupport professionals are 6.8%

Today’s marketplace doesn’t tolerate poor customersupport. Bad news travels fast in the digital age, and your customers likely have more alternatives and fewer switching costs to consider than ever before. For this reason, strong customersupport has emerged as a greater differentiator than price for businesses looking to stand out in the eyes of prospects. Marketing, Sales, & Customer Success. the customer should have a voice.

However, even if you are successful in growing your business and its revenues, there is also another area in which you must also ensure growth – customersupport. You would think that as businesses and companies grow, customersupport divisions or departments grow proportionately.

To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. These are the facts that led brands to become more conscious about their customersupport practices.

Our 2018 customersupport strategy survey was sent to 475 industry leaders. How large is your customersupport team? Participants were asked to name the one change that would have the largest positive impact on their customersupport strategy in 2018… Survey Responses Reveal Trends to Improve CustomerSupport. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018. News Support

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customersupport, your business will have a hard time holding on to customers.

It was the best of times, it was the worst of times, and it was 2:24 PM when the two customersupport calls were placed. The second the customer draws breath, Charles asks them for their full name and searches for their file. While he browses, the customer, Ernest Defarge, goes over his predicament a second time; Charles learns that Defarge’s latest order was never delivered. Charles jots down Defarge’s number, he’ll manually add it to the customer file later.

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customersupport is a big difference-maker for businesses large and small. After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty.

At Kayako, we want to help you create effortless customersupport experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customersupport. Effortlessly pull in customer data.

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the CustomerSupport Program of companies providing online and mobile customersupport.

Particularly for humble customersupport teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the CustomerSupport State of Profession, one of the biggest surprises we found was the disparity in salaries.

This year, we’ve seen the customersupport community continue to grow, with small tribes setting up all over the internet and producing great support content. Going into support is now considered a valid career choice. The best of customer experience.

Particularly for humble customersupport teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the CustomerSupport State of Profession, one of the biggest surprises we found was the disparity in salaries.

Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customersupport person was reading answers off a page and wouldn’t let you get a word in edgewise? Call Center Customer Service

An unsatisfied customer can quickly become problematic. In business is also a truth, and the name used to define people who are not satisfied with your business is a dissatisfied customer. An angry user can turn into your best ambassador with a good customer relationship.

Sometimes considered a source of problems to be swept under the carpet, customer service should be a central element of your strategy: it is the showcase of your business. Because good customer service is a source of purchase, referral, differentiation, and continuous improvement.

The success of any business depends on its capacity to understand the desires and necessities of its customers. Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. Directly solicit feedback from customers.

Do you have a plan for after-sales service? In many companies after sales and onboarding are set, users fall to customersupport. If they have questions or are lost, they ask support. How can you benefit from an after-sales service community?

The way that companies handle customer service has changed dramatically in recent years. Whether chatting, SMS or social networks… nowadays the channels available for customer service are increasing. And this is why more companies are investing in omni-channel customer service!

Founded in 2012, Mention rapidly acquired over 650,000 customers. Mention’s phone operations are split into three functions: An outbound sales team t o discover new leads and set up product demos. Aircall’s phone system optimizes both efficiency and customer experience.

While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little. According to studies, 70% of customers consider this item to be the most important factor when interacting with a business.

A lot has been written about the sales journey and the role a good support team has in keeping customers happy. But there’s one part we don’t hear as much about, and that’s the vital role played by a customer success manager. What is a customer success manager?